Full control, flexibility and scalability in the cloud

A leading home improvement and gardening retailer, Leroy Merlin operates in several countries throughout Europe. With nearly 50 stores and a promising eCommerce business, Leroy Merlin believes that customer satisfaction is the main differentiation between them and their competitors — online and offline.

With a mission to deliver a seamless omnichannel experience — no matter where the customer is in their purchasing journey — Leroy Merlin knew its legacy on-premises solution couldn’t keep up. It needed a digital transformation. In 2018, the company began searching for a new customer care platform that could deliver full control, flexibility and scalability in the cloud.

After assessing various cloud and on-premises platforms, Leroy Merlin found that the Genesys Cloud™ solution best fit its needs. Leroy Merlin quickly implemented the solution with the help of its partner Bizmatica, which specializes in supporting companies through a digital transformation.

With the Genesys Cloud platform, Leroy Merlin can leverage real-time data to streamline business decisions, scale its functional and structural coverage, and support its customers through various channels — live chat, chatbots, dynamic FAQs and an always-evolving IVR.